Expekt Casino SE - Player's account is mistakenly reopened.

In 2017-06-30 I contacted Expekt support via e-mail asking them to close my account permanently due to gambling addiction. I provided all necessary personal data for this.

I got a reply confirming my account closure and that I was never going to be able to open an account at Expekt again.

However I had a week moment and was looking for places for gambling again. I could open a new account with the same data which was supposed to be blocked. I managed to play for 14000 sek before I stopped myself.

I was in contact with the Expekts complaint department. It took them over two months to come to the conclusion that they haven’t done anything wrong. I doubt they even read my mail and screenshots because they got my first name wrong twice.

Dear k98m9c54x5,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Expekt Casino SE.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise under which circumstances was your new account opened? Which personal information was used to create the new account?
• Have you received any justification as to why your refund request was denied?
• Could you please share with me the response you received from the casino regarding your refund request? My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

• I think it was done by entering my social security number with Bank ID when you chose to create an account at expekt.se. Then my information such as name and address is retrieved automatically.

• They believe they have followed all procedures and license agreements and have therefore done nothing wrong.
• I'll email you.

Thank you very much, k98m9c54x5, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future. 

Dear k98m9c54x5,

My name is Kubo, and I’ll be assisting you with your complaint moving forward. I’m truly sorry to hear about your situation and will do everything I can to help resolve the issue. If there have been any updates since the last communication, please don’t hesitate to share them with me.

I’d also like to invite representatives from Expekt Casino SE to join this discussion and provide any relevant details to help address this matter.

Dear Expekt Casino SE,

Could you kindly provide more detailed information about this case? Specifically, could you explain how a player who was previously self-excluded due to gambling problems was able to register a new account using his BankID?

Your prompt response and assistance in clarifying this matter would be greatly appreciated.

Thank you in advance for your cooperation.

Best Regards,

Kubo

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing with this. Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, I am unable to look into this for you here.

I kindly ask that you email kundsupport@expekt.se detailing the above and putting: FAO Complaints Team as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Dear Expekt Casino,

Thank you for your response. I have followed your instructions and sent the message to the designated email address.

Thank you and I look forward to hearing from you soon.

Hello,

Thank you for getting in touch.

Unfortunately, we are not able to provide detailed information about the account due to GDPR and other information handling constraints. However, I would like to explain that Expekt was acquired by LeoVegas in 2021, thus, no data was transferred to LeoVegas. Any suspensions, exclusions, limits and similarities did not migrate, which is why there was the possibility of the player signing up again with us. As well, Expekt relaunched under a new licence and entity on the 5th December 2023.

I do hope this clarifies the situation further.

Have a nice day!

Dear k98m9c54x5,

I regret to inform you that the casino’s claims regarding your ineligibility for a refund appear to be correct. The casino has undergone significant changes since your self-exclusion application in 2017, including a change of ownership and, more importantly, a transition to a new licensing authority.

At the time of your self-exclusion, the casino operated under the Malta Gaming Authority (MGA) license. However, to comply with local regulations in Sweden, the Swedish branch of Expekt Casino later obtained a license from Spelinspektionen. As the casino stated in its last communication, data related to suspensions, exclusions, or other limitations did not migrate between these regulatory frameworks. Specifically, self-exclusion data tied to the MGA license could not transfer, as those obligations ceased to apply with the expiration or invalidation of the MGA license.

Regarding the screenshots you shared via email about the handling of players’ data, the practices described are in alignment with current regulatory requirements. Unfortunately, those requirements do not extend across different licensing jurisdictions globally.

As such, I must classify this complaint as "unjustified."

Thank you for your understanding, and I’m genuinely sorry that I could not provide a more favorable resolution in this case. Should you experience any further issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to support you.

Recommendation for Self-Exclusion in Sweden

If you’re looking to take a break from gambling or manage gambling-related issues, I strongly recommend utilizing Spelpaus.se, Sweden's national self-exclusion service. As part of Sweden’s gambling market regulation, Spelpaus.se offers a comprehensive and highly effective way to self-exclude from all gambling companies licensed in Sweden.

By registering with Spelpaus.se, you can block access to all forms of gambling, including online platforms, land-based establishments, and even on-track betting. You can choose a self-exclusion period of 1 month, 3 months, 6 months, or until further notice (with a minimum of 12 months). Once activated, the exclusion cannot be canceled or ended before the selected duration has expired, ensuring a safe and uninterrupted break.

This service is an excellent tool to help protect yourself and regain control, providing peace of mind by covering all licensed gambling activities in Sweden.

Best Regards,

Kubo